M
T
W
T
F
S
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Business hours
Holiday and after-hours rules per tenant, site and queue.
CCaaS · Inbound & IVR
Inbound routing where AI picks the agent who wins.
ACD, skills-based and AI intent routing with a visual IVR builder and conversational IVR, so every caller reaches the right agent on your network and your brand.
Agentic AIAI intent routingVisual IVRQueue callbacksVIP routing
IVR flow builderInbound & IVR
Live1Caller said
✦ Cancel my plan2Intent
Retention3Routed to
Priya, retention4Queue wait
Callback offeredAIUnderstands spoken intent
Agentic AI · built in
AI in Inbound & IVR, working on its own.
AI that takes the action, not just the note. Running inside the network, on your brand.
01
Agentic AI
Understands spoken intent
Callers say what they need in their own words and AI routes them without menu trees.
→Retention
02
Agentic AI
Picks the winning agent
AI matches each caller to the agent most likely to resolve that type of call.
✦
2
3
4
03
Agentic AI
Recognizes VIPs
It identifies high-value callers from your CRM and moves them to priority queues.
CRM
→VIP
Illustrative
Features
Inbound & IVR, feature by feature.
Visual IVR builder
Drag-and-drop flows with branches, data lookups and time rules.
Language
ENES
Product
BillingRetention
Level
L1L2L3
Skills-based routing
Match callers to agents by language, product and skill level.
- Priya04:12
- Marco03:40
- Aisha01:55
- Tom00:48
ACD engine
Distributes calls by longest idle, round robin or custom rules.
Callback offered
Queue callbacks
Callers keep their place in line and get called back.
Team BAI
Overflow rules
Send calls to backup teams or AI agents when queues fill.
Illustrative
How it works
From setup to live.
- 01
- +1 415 555 0142→Retention
- +44 20 5550 0198→Priya, retention
- +91 80 5550 0117→Retention
Map numbersAssign inbound numbers to flows and tenants.
- 02StartMenuLookupDraw the flow
Build IVR steps in the visual editor.
- 03SkillsIntentsVIPSet routing
Choose skills, intents and VIP rules for each queue.
- 04Livev2Publish
Push changes live and watch calls follow the new flow.
For mobile operators
Contact centres are the heaviest voice users on your network. Own the seat, not just the minutes.
For resellers & BPO suppliers
A branded AI contact centre with voice routes on the same bill.
More in CCaaS
Everything else in the box.
FAQ
Questions, answered.
No. You can run keypad menus, conversational IVR or a mix in the same flow.
It compares the caller’s intent with each available agent’s past results on similar calls.
The ACD engine distributes calls by longest idle, round robin or custom rules. You can combine it with skills-based routing by language, product and skill level.
Yes. Queue callbacks let callers keep their place in line and get called back, so they do not have to stay on hold.
Overflow rules send calls to backup teams or AI agents when queues fill. Business hours rules handle holidays and after-hours per tenant, site and queue.
Own the seat, not just the minutes.
Book a 30-minute technical briefing with our engineers.